Polar Bear Cooling & Heating – Field Operations SOP

Last Updated: 06/26/2025

1. Signature Protocol for Tenant-Occupied Properties

  • If the property is tenant occupied, or if the customer is otherwise unable to sign, immediately contact the office/dispatch.
  • Dispatch will either disable the signature requirement for that job or provide specific guidance on how to proceed.
  • In a pinch, if you cannot reach the office, place a single dot ( “.” ) in the signature field.
  • DO NOT write anything else, such as initials or squiggles. Only a dot is acceptable as a placeholder.

2. Membership Sales & Procedures (Cub Club)

  • Cub Club members receive \$30 off the listed drive-up rate.
  • This discount should automatically apply when the location is marked with a Cub Club membership.
  • If a customer is not yet a member and you are selling them a membership on the spot:
  • The drive-up fee may be waived completely for this first visit if the membership is signed and paid for on-site.
  • Upon Cub Club sign-up:
  • You MUST save the customer’s credit card to their profile. This is required for automatic renewal to prevent loss of membership after 12 months.
  • First Maintenance Visit:
  • Do your best to complete the first maintenance at the time of sale, even if it is just a brief inspection.
  • Once a membership is sold, the system marks the first maintenance as completed.
    • This means the next scheduled maintenance won’t be prompted until 6 months from the sign-up date.
  • If you’re unable to complete the maintenance at the time of sale, mark it clearly in the membership form, and the office will adjust the system manually.

3. Drive-Up Charges

  • By default, EVERY job must include a drive-up fee, unless:
  • Otherwise stated in the job summary, or
  • One of the exceptions listed below applies.

Drive-Up Fee Waivers:

  • Repeat Visit (within 30 days):
  • Waive the drive-up fee only if the issue is related to the previous visit’s notes.
  • If the issue is unrelated, the drive-up fee must be charged.
    • This is covered under the Terms & Conditions in the customer’s invoice, which states unrelated repairs are not covered under the 30-day labor warranty.
  • New Installs (under 1 year):
  • No drive-up fee during regular business hours.
  • Emergency Visits:
  • Drive-up fee must be charged, unless management explicitly approves a waiver.
  • If you cannot reach management, and the customer disputes the emergency fee, do the following:
    • Still include the drive-up fee in the invoice.
    • Tell the customer the invoice will be left open and management will review it.
    • Document this in the invoice summary and have the customer sign as normal.

4. Maintenance Protocols

  • When performing a maintenance visit, after completing the Comprehensive Evaluation Form, you must email the form to the customer.

5. Vehicle Parking Guidelines

  • Do NOT park in customer driveways, regardless of whether they give permission.
  • Even if the customer says, “you can park in my driveway,” politely decline.
  • Exceptions are only allowed if it is absolutely unsafe or impossible to complete the work without doing so.
  • This policy is in place to prevent potential oil or tire stains that could damage or discolor customer driveways.